Triage Officer

Date:  22-Sep-2022

Auckland, NZ, 1010 Christchurch, NZ, 8013 Hamilton, NZ, 3204 Wellington, NZ, 6011

Salary step range $64,079 to $73,364.00

Permanent Role
Auckland, Hamilton, Wellington or Christchurch


•    Showcase your exceptional assessment skills triaging complaints and notifications about employment law breaches

Tēnei tūranga -

About the role:

The Triage Officer reports to the Team Leader, Triage.  The role sits in the Triage & Allocations team, Employment Services branch, which is part of the Te Whakatairanga Service Delivery business group.

Employment Services is the regulatory agency which administers NZ’s employment legislation.  This position is part of the team who are responsible for the triage, assessment and allocation of contacts (complaints, requests, reports and notifications) on behalf of Employment Services' regulatory functions and the delivery of reporting to inform compliance activity decisions.  

This will include:

•    Triage, assessment and allocation of complaints about breaches of employment legislation, reports of exploitation of migrant workers, requests for resolution of employment relationship problems, enquiries and notifications
•    Making quality and consistent decisions on the appropriate course of action for a case
•    Analysing complex data and information to reach conclusions to inform decision making
•    Identifying the appropriate regulatory response to each complaint or request for service and ensuring service delivery timeframes are met
•    Working as a team to ensure quality and consistency of advice and practices.

Ngā pukenga me ngā wheako e hiahiatia ana -

Skills and experience required:

•    A proven track record of experience in front line response, triage and/or allocation functions, complaint management, case management or similar.
•    Good knowledge of the relevant legislation, operational policy, practice frameworks and business processes
•    Knowledge of the Employment Relations Act 2000 and its related regulations, codes and supporting legislation (or an ability to gain such knowledge quickly)
•    Strong analytical ability and sound judgment
•    Listening empathetically to people's needs and concerns while remaining firm and professional as an impartial regulator
•    Strong written communication, specifically writing clear and complete reports and recommendations
•    Managing conflicting priorities and ensuring that commitments, complaints or requests are addressed within efficient and acceptable timeframes
•    Must have legal right to live and work in NZ

Ētahi kōrero mō MBIE -

About MBIE:

MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.

  • Mahi Tahi – Better Together
  • Māia – Bold and brave
  • Pae Kahurangi – Build our Future
  • Pono Me Te Tika – Own It


Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.

Me pēhea te tono -

How to apply:

Click here to view a position description. All applications must be submitted via our online process.  Email quoting ref MBIE/8505 if you have any further questions.

Applications close on 9 October 2022